Senior Customer Success Manager

MOZN is a leading Enterprise AI company enabling organizations to make informed decisions in two critical domains: Financial Crime Prevention and Enterprise Knowledge Intelligence. 
 
We’re a diverse, collaborative team of innovators united by a shared purpose: to build AI that delivers tangible business value, builds trust, and empowers people and organizations with augmented intelligence. Our culture is built on the relentless pursuit of excellence and meaningful impact. 
 
If you’re passionate about working alongside exceptional talent on world-class AI, and you want the autonomy and runway to do the best work of your career, join us in shaping the future of intelligent enterprises. 

• Own the customer relationship from post-signature through adoption, growth, and maturity 

• Serve as the primary operational point of contact for customers 

• Develop and execute customer success plans aligned with business and regulatory objectives 

• Lead cadence calls, health reviews, and Executive Business Reviews 

• Monitor and manage customer health using defined KPIs (TTFV, usage, health score, CSAT, NPS) 

• Proactively identify churn risks and define mitigation plans 

• Escalate issues in a structured and timely manner 

• Ensure no-surprise renewals through early risk visibility 

• Drive consistent and deep adoption of FOCAL within contracted scope 

• Support customers in optimizing workflows and configurations 

• Guide customers toward advanced use cases and best practices 

• Identify and document expansion, upsell, or cross-sell opportunities 

• Partner with Sales to position growth opportunities effectively 

• Contribute to case studies, references, and advocacy initiatives 

• Mentor Junior CSMs and contribute to onboarding new team members 

• Provide feedback on processes, tooling, and customer experience improvements 

• Act as a role model for structured, proactive Customer Success 

• Majority of portfolio consistently Green in health status 

• Strong CSAT and NPS performance across owned accounts 

• Reduced churn risk and effective escalation management 

• Documented expansion opportunities generated from the customer base 

• Positive feedback from customers and internal stakeholders

• 5–8+ years of experience in Customer Success or strategic account management 
• Experience managing complex, enterprise, or regulated customers 

• Strong stakeholder management and executive communication skills 

• Proven ability to manage risk, adoption, and customer outcomes 

• Advanced experience with Salesforce and CS tooling